FAQs

On Ground FAQs

International flights:Check-in counters open daily between 04:30 am – 01:00 am on the following day and each flight will be closed 40 minutes before the scheduled departure time. All gates close 10 minutes before the scheduled departure time.

Domestic flights:Check-in counters open daily between 04:30 am – 22:30 am and each flight will be closed 30 minutes before the scheduled departure time. All gates close 10 minutes before the scheduled departure time.

Please be aware that during morning and afternoon rush hours, it can often take two hours to reach the airport from a riverside hotel. Plan accordingly.

International flights: Your passport with visa (if required at the destination) and your ticket are required.

Domestic flights: Only your ticket and I.D. card (Identification card) or passport (for foreigner) are required. In case of child with no I.D. card, please provide student I.D card or copy of house registration or birth certification.

In many countries, strong-smelling materials, lighter fuel and refills, fresh food or fruit, infected live animals, or weapons must not be taken aboard the aircraft. Such items are subject to confiscation and the owner may be subject to a fine, depending on the country. If you are not certain if an item you are carrying is prohibited, please ask a THAI agent before you arrive at check-in.

THAI Royal First Class, Royal Silk Class passengers, Star Alliance First Class & Business Class passengers and Star Alliance Gold passengers flying on any Star Alliance flights are entitled to use THAI lounges at Suvarnabhumi Airport where they can relax or work while waiting for their flights to depart.

There are seven locations for THAI Departure Lounges. All international lounges are on the 3rd floor while domestic lounge is on the 2nd floor.

Royal First Lounge at concourse D has been allocated for First Class passengers with the capacity to accommodate 80 passengers at one time. Facilities include A-la-Carte dining room, private corners, slumber rooms, Wi-Fi internet and shower suites.

Four Royal Silk Lounges are located on 3rd floor of concourses D, C and E. In addition, the Royal Orchid Lounge at concourse E, with separate areas for First Class and Business Class passengers of THAI, Star Alliance carriers and Star Alliance Gold passengers departing on any of Star Alliance carriers or customer airlines. Facilities include buffet corner, snack and refreshment bar, Wi-Fi internet and shower facilities.

Our Royal Orchid Spa at concourse D, Level 3 which has neck-shoulder and foot massage primarily caters to Royal First and Royal Silk class passengers. Particular for Royal First class passenger, THAI provides with a full range of treatments, including our highlight three Spa Suites with Jacuzzi and tropical rainfall where passengers can relax in a tranquil atmosphere.

Remark:

• Star Alliance Gold and Star Alliance Paid Membership cardholders are kindly requested to use Royal Silk Lounges and our Royal Orchid Lounge at Concourse C and E.• Star Alliance Gold and Star Alliance Paid Membership departing on Thai Smile flights are not eligible to access any of THAI’s lounges

All departing passengers should enter level 4 as check-in counters are located there.

International Flights

• Royal First Class passengers should enter Entrance 1 for check-in at the Royal First check-in lounge. Royal First Class passengers shall be escorted by the staff from curbside through all services.• Royal Silk Class passengers and ROP Platinum cardholders should enter Entrance 1 for sit-down check-in service at Row A.• Royal Orchid Plus Gold / Star Alliance Gold card members should enter Entrance 2 for dedicated check-in service at Row B.• Group of more than 10 passengers should enter Entrance 2 for dedicated group check-in service at Row D.• Premium Economy / Economy Class passengers should enter Entrance 4 for common check-in at Row H and J.

Self-service check-in kiosk and Internet check-in for THAI international flights• Self-service check-in kiosks for international flights located at Row H and J • Internet/Bag Drop counters for self-service check-in kiosk passengers located at Row H and J

Domestic Flights• Royal Silk Class passengers should enter Entrance 2 for dedicated check-in service at Row B.• Royal Orchid Plus Gold / Star Alliance Gold card members should enter Entrance 2 for dedicated check-in service at Row B. • Economy Class passengers should enter Entrance 2 for common check-in at Row C • Group of more than 10 passengers should enter Entrance 2 for dedicated group check-in at Row C.

Before You Fly FAQs

THAI no longer requires that you reconfirm your flight but please contact THAI to cancel your reservation if your travel plans change. Many airlines still require reconfirmation. If your journey includes a portion on another airline you may have to reconfirm onward journeys at least 72 hours before departure.

A child,5-11 years of age,travelling alone is designated an Unaccompanied Minor and will be escorted by THAI personnel, looked after during a flight, and met on arrival, provided the parent has completed the necessary documents prior to the flight and copy of these documents is required to present at check-in counter. An unaccompanied minor handling fee will be charged for international flights.

Please contact the local THAI city office to make reservations and request a special assistance & handling form for unaccompanied minors. More details can be found in TRAVEL GUIDE in Unaccompanied Minors section.

NOTE: For passenger age between 12-17 traveling alone and needs this special assistance, please contact THAI office for reservation and ticket issuance.

Please request them in advance. Infant passengers are entitled to a baby bassinet on international sectors with the condition their weight is not over 10 kg, height over 67 cm and age less than six months old. They can be attached to bulkhead anchors. Parents can use their own baby car seat provided it has been certified by the government of manufacturer's country and provided the infant is flying on a child's fare ticket. Diapers are not available onboard. However, there are diaper changing boards in the toilets (except economy class on aircraft type B737-400, business class on aircraft type B787-900, first class on aircraft type B747 and B380)

Note : Frequent Flyer Gold Members are permitted to 1 extra piece in any class of services. Important Notice If your journey involves multiple airline partners, please be aware that baggage rules may vary. In case of code-share flights, the carrier performing as the Most Significant Carrier (MSC) determines the baggage rule, will be the Marketing Carrier unless that carrier publishes a rule stipulating that it will be the Operating Carrier. In some cases, the baggage rules that apply for your journey may be those of our partner airlines, please contact your travel agent or our ticketing/ reservation agent for further advice.

Important Notice

If your journey involves multiple airline partners, please be aware that baggage rules may vary. In case of code-share flights, the carrier performing as the Most Significant Carrier (MSC) determines the baggage rule, will be the Marketing Carrier unless that carrier publishes a rule stipulating that it will be the Operating Carrier. In some cases, the baggage rules that apply for your journey may be those of our partner airlines, please contact your travel agent or our ticketing/ reservation agent for further advice.

Each passenger may hand-carry one piece of luggage the sum of whose dimensions (length+ height + width) does not exceed 115 cm (56 + 46 + 25 cm) (44.85 inches, i.e. 21.5 x 18 x 9.75 inches) and which does not weigh more than 7 kg (15.4 lbs). Pieces exceeding these dimensions must be checked in at the Check-in counter prior to departure. A woman is allowed to carry a purse as well.

THAI's Special Unit Officers are stationed at various points around the Departure Hall to aid passengers needing special assistance. Wheelchairs are available. THAI also provides escorts to the airplane for passengers in need of assistance such as, Unaccompanied Minors, young passengers, medical cases. More details can be found in TRAVEL INFORMATION

You can change your domestic flight (TG operated flight only) and International flight (originating from Thailand and Singapore) online at least 6 hours before departure. Before you proceed, just a friendly reminder

1. Online rebooking is allowed for ticket which made payment via thaiairways.com only

5. System will automatically process ticket reissuance and send confirmation document that penalty fee has been paid to your email (if any).

6. If you’re traveling with a companion, changes will apply to all passengers in this booking. To split booking, please contact THAI Contact Center at (66) 356 1111 before changing flight/ date/ cabin class.

Online seat reservation is possible until 48 hours before departure of your flight while booking or Manage My Booking. For booking less than 48 hours seat assignment can be done at check-in counter on the travelling date or within 24 hours you might do ICHECK-IN.

Pay later: Your trip will be placed on hold but the reservation is not guaranteed until it has been paid and confirmed. Your reservation will be automatically cancelled if full payment is not made by the expiry date and time. You must retrieve the booking via Manage My Booking and make the payment with credit card within 24 hours.

The following payment options applying for journey with TG flight(s) within/departs Thailand and internet protocol (IP) has been registered in Thailand only.

Yes, you can purchase tickets for another person from THAI website. Our online booking facility does not require the card holder to be the passenger or a member of the travelling party. However, THAI reserves the right to ask to show the credit card in case of verification is required.

Internet Check-in FAQs

It’s very simple. Just select iCheck-inand identify yourself by entering your last name, combined with either confirmed booking reference or electronic ticket number. Then continue, the systems will immediate process to check-in for you. Additionally, Internet check-in supports multiple passenger check-in including infants from the same and different booking reference, travelling on the same flight.

Multiple passengers check-in is available (individual and group), maximum 99 passengers in the same or different booking code.- After passengers check in their flight, information of special meals (in case that you have submited your requests prior), seat number,baggage allowance will be displayed. - For a group check- in passengers, a home print boarding pass can be sent to each passenger individually through your e-mail.- For all international flights, passengers must provide the necessary regulatory information and answer the security questions required by the destination country

Internet Check-in cannot allow to the passenger who specifies their requirements such as special assistance at the airport; wheelchairs, medical attention, children travelling alone, including passenger travels with sport equipment, passenger travels with pets and passenger travels with overweight/size baggage.

Yes, after the Review Check-in page has been confirmed (or time-out) additional changes to seating, FFP numbers or even cancel check-in can be made by re-entering Internet Check-in with the same reservation code.

- For all Domestic flights (in Thailand), you are allowed to print your boarding pass with A4 size paper from home. Besides, the Mobile Boarding Pass and Passbook (applicable only for Apple mobile devices) are also applicable when you travel to domestic flight depart from BKK, CNX, HKT providing the purchase of electronic tickets is not made via web or telephone sale.- Please present your boarding pass, baggage, ID card or passport along with credit/debit card used to purchase this ticket(if applicable) at THAI bag drop counter (Bangkok International Airport Counter C1) at least 45 minutes before flight departure.- If you are unable to print your boarding pass, please contact THAI bag drop counter at the respective airports for issuing your boarding pass.- If you have no baggage to register, please proceed directly to the boarding gate and present your ID card or passport to THAI staff at the boarding gate.

From now on, when you travel out of Bangkok to all destinations, you are allowed either to print boarding pass from home (Home Print Boarding Pass), receive Mobile Boarding Pass or Passbook Boarding Pass (iOS operating) only if you hold and enter proper travel document required to that destination during perform check-in.Departing from stations outside Thailand where the Advance Passenger Information is not required and your proper travel document provided, you are then allowed to print Home Print Boarding Pass with A4 sized paper.• Please present your travel documents, boarding pass or mobile boarding pass and baggage to register including credit/debit card used to purchase this ticket(if applicable) to THAI Internet Check-in counter at the respective airport ( At Bangkok, International Counter J1-J5/H1-H5) at least 60 minutes prior to your flight departure.• If you cannot print your own boarding pass, please contact THAI Internet Check-in counter at the respective airports for boarding pass issuance and travel documents verification.

International law prohibits the placing of magnetised, Inflammable, corrosive, radioactive,oxidising, or explosive articles; pressurised gasses, toxic substances, oxygen cylinders, paint, mercury,munitions,and fireworks in checked or unchecked (carry-on) luggage. In many countries, strong-smelling materials, lighter fuel and refills, fresh food or fruit, infected live animals, or weapons must not be taken aboard the aircraft. Such items are subject to confiscation and the owner may be subject to a fine, depending on the country. If you are not certain if an item you are carrying is prohibited, please ask a THAI agent before you arrive at check-in.

THAI will do our best to ensure your checked baggage is always transported on the same flight(s). Then we strongly encourage you to also place a tag with similar information inside your bag to facilitate identification. To download and print baggage name card, please click Baggage id card

1. If you are the credit card owner, and had used your card to purchase a ticket yourself, the documents required to be presented during check-in are: your itinerary receipt, photo ID or passport, and the credit card used for the purchase.

2. If the travelling passenger is not the credit card owner, the documents required during check-in include; the new itinerary receipt (for details, see Regulations), and photo ID or passport.

Kiosk Check-in FAQs

Self Check -in kiosks provide automated check-in service for more ease and convenience with no need to queue at check-in counters when flying with THAI on domestic routes, departing from Bangkok on international travel and at selected airports worldwide. Simply follow the kiosk prompts, enter the required information and receive your boarding pass.

Those who require special airport service or assistance such as wheelchairs, medical attention, children travelling alone, or those travelling with sports equipment, pets or overweight/oversize baggage are not able to use this automated service.

Mobile Check-in FAQs

With The Mobile Check-in service, use your internet-enabled mobile phone, simply check-in for your flights from THAI Mobile Application or https://m.thaiairways.com. Just select Check-in and identify yourself by entering your last name, combined with confirmed booking reference, electronic ticket number or Frequent Flyer number. Then continue, the systems will immediate process to check-in for you. Additionally, this Mobile

You can check-in for individual and multiple passengers, maximum 99 passengers in the same and different booking code. - For a group check- in passengers, a home print boarding pass can be sent to each passenger individually through your e-mail.- For all international flights, passengers must provide the necessary regulatory information and answer the security questions required by the destination country

The Mobile Boarding Pass and Passbook (applicable only on Apple mobile devices) is the electronic boarding pass containing a 2D barcode, used to replace an original boarding pass. Recently, the mobile boarding pass and passbook are available for passenger holding an electronic ticket which is not purchased via web or telephone sale, traveling to domestic flights depart from Bangkok, Phuket, Chiang Mai.Beside, when you travel out of Bangkok to all destinations, you are allowed either to print boarding pass from home (Home Print Boarding Pass), receive Mobile Boarding Pass or Passbook Boarding Pass (iOS operating) only if you hold and enter proper travel document required to that destination during perform check-in.Departing from stations outside Thailand where the Advance Passenger Information is not required and your proper travel document provided, you are then allowed to print Home Print Boarding Pass with A4 sized paper.

You can present your travel documents, mobile boarding pass or Passbook and baggage to register including credit/debit card used to purchase this ticket(if applicable) to THAI Internet Check-in counter at the respective airport ( At Bangkok, International Counter J1/J2, Domestic at Counter C15) at least 60 minutes prior to your flight departure.

You do not need to check-in again at the airport. Just contact the THAI mobile check-in counter and provide your flight information and your boarding pass will be printed. If you have already proceeded to the security checkpoint, you can contact THAI Royal Silk Lounge (business class) or boarding gate for printing your boarding pass replacement.

You can cancel the booking online by clicking on your booking number in an email confirmation and follow our cancellation procedure. Please note that the cancellation fees may be applied according to the cancel date. Please recheck the policies while you make the booking or in your reservation.

No. Royal Orchid Holidays have no policy to charge for the merchant fees. However, the additional -border fee may be applied. Visa International OR MASTER CARD and your issuer bank card might charge the fees to all payment settle outside the card's issuing country as our online payment gateways is in Thailand.

For the FAQ “What do I do when miles are not automatically credited to my account?” Please change to the following.

For flights with THAI that are not credited within 3 days after the flight date you can submit an online claim by accessing your account using your membership number and PIN, then go to Mileage Management.For flights with Star Alliance airlines that are not credited within 14 days after the flight date you can also submit an online claim at Mileage Management.If your online claim is not successful you can then claim by: Scan the boarding pass and e-ticket and send by email to ropsvc@thaiairways.com and include your membership number.Send the boarding pass and e-ticket by fax to +66 (0) 2545 3300 and include your membership number.For claims with hotel and car rental partners, these can also be submitted online or with the partner. Visit Earn Miles for complete details.

There are reasons, most of which can be easily avoided or explained.• Always quote your membership number at reservations and present your card at check-in.• Check that you name and membership number on your flight boarding pass or travel partner receipt are identical to the information on your Royal Orchid Plus card. If there are any errors, miles will not automatically be credited to your account.• If you have changed your flight time or date and not informed reservations or presented your card at check-in, again miles will not be credited automatically.• Award travel does not accrue miles.• Some discounted Economy Class fares on Star Alliance and partner airlines are not eligible for mileage accrual. Check with the airline you are flying with if miles are earned. • Miles earned with partner hotel stays or car rentals are determined by the paid rate. Again check with the partner if your paid rate will earn miles.

Yes, Qualifying Miles that determine membership status are earned on THAI and Star Alliance operated flights. The number of Qualifying Miles is determined by the paid fare and/ or distance or sector flown.

Discounted Economy Class fares in booking class G earns 50% of actual miles flown and on international flights in V / W classes 25% of actual miles are earned. Discounted fares on Star Alliance airlines may also earn reduced mileage, or may not be eligible for mileage accrual.

As a member, you can redeem any Royal Orchid Plus Award for yourself, or for one of your Award Nominees.When redeeming for another person, including family members, they must be one of your Award Nominees.Your personal Award Nominee List can contain up to 5 names. After you have added or changed 5 names, you may make up to 5 changes each calendar year. Each change is subject to a service fee.Fees are payable in Baht in Thailand and US Dollar in all other countries.Award Nominee fees are waived for Gold status members.Your Award Nominee can be updated instantly at Manage Your Account, or by requesting an Award Nominee form at any THAI office world-wide.

If your account does not contain sufficient mileage for your preferred Award, up to 30,000 miles per Award can be purchased by contacting THAI world-wide.Points to miles transfers can also be made with credit and charge card partners Contact your card issuer for transfers and allow at least 2 weeks for miles to be credited to your account.

Air Awards• Once ticketed only flight dates and times may be changed for Air Awards subject to service fees, and you must contact THAI reservations to request these changes.• Destination changes for Air Awards within Thailand can be requested subject to service fees. Re-credit of domestic Air Awards is not permitted.• No other changes are permitted to international Air Awards. However, these Awards can be re-credited to your account, less any expiring miles, and subject to service fees. A new Award may then be requested.• Any changes on Star Alliance Award Travel is subject to Star Alliance Award travel conditions.

Mileage Upgrade Awards• Once miles have been deducted and upgraded travel is confirmed on THAI, these Awards cannot be re-credited.• Valid for one year from the date of issue, Mileage Upgrades that are not used on the designated flight may be used for another flight within the same Award zone.• Upgrade Awards can also be redeemed or selected Star Alliance Airlines. Hotel Awards• Once issued, no changes can be made to a Hotel Award

Certificates• Valid Certificates can be re-credited, less any expiring miles, and subject to service fees. A new Hotel Award can then be requested.

• Lost or stolen tickets international tickets or Hotel Award Certificates can be reissued subject to service fees. A police report must be provided for a stolen ticket when reissuing at any THAI city ticketing office.• Lost or stolen Air Award tickets within Thailand cannot be replaced under any circumstance.

Online purchasing extra baggage allowance is applicable only in weight concept and is in pentads basis (every 5kgs will be counted). The maximum online extra baggage allowance 30kg per one passenger is allowed.

Online purchasing extra baggage allowance is available to all passengers (except Group booking, Stand by passenger and Infant passenger are not applicable) whose tickets have been issued for Thai Airways operated flights only.

Passenger is required to present the Ancillary Voucher at airport check-in counter on departure. The Ancillary Voucher will be available to view and print on confirmation of purchase step. System will automatically send confirmation of purchasing Excess Baggage by email, mobile which is registered in Thailand only.

One time online purchase extra baggage allowance is allowed only per person and per sector in each booking. Any additional Excess Baggage over online purchased amount must be charged with the standard rate upon presentation of baggage at departure airport.

Please provide the Booking Reference or Ancillary Number as well as the flight number/date that you have booked/flown including the passenger name and last name to bkknc.office@thaiairways.com, THAI will issue the payment certificated and send email back to you.

When should I check in at Suvarnabhumi Airport?

Where are the THAI check-in counters for Domestic flights?

What documents do I need to present at check-in?

Which items are prohibited in checked and carry-on luggage?

What do THAI's lounges offer?

Which check-in counter should I use at Suvarnabhumi Airport?

Do I need to reconfirm my flight?

What do the codes on my ticket mean?

Can I get special meals on a THAI flight?

Can I get special meal for child on THAI flight?

Can I get special meal for infant on THAI flight?

What if my child must travel on his/her own?

Are there onboard facilities for infants?

How much luggage am I allowed to check?

Can I carry smart baggage?

How many pieces of carry-on luggage am I allowed?

What if I need special assistance?

Can I make advance seat assignment for the domestic sector ?

Can I change the travel dates through website ?

How do I amend my ticket after booking has been confirmed?

Can I apply for group rates?

Can I upgrade my class on the flight after ticketed?

Can I bring my pets or sport equipment?

Can I make an online seat assignment?

How can I request a cash receipt?

How can I pay for my flight on thaiairways.com?

Can I purchase tickets for family members or other persons with my credit card or Visa/Mastercard debit card, without needing to accompany them?

What is this service ?

How do I use this service?

Is there any time limit for Internet Check-in?

What tickets can be used for Internet Check-in?

What are the additional features of this particular Internet check-in?